5 Tips to Improve Your Agents’ Intercultural Communication Skills

5 Tips to Improve Your Agents’ Intercultural Communication Skills

Faith Ocampo Published on June 7, 2016

Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries.

Mainly, it’s because we live in an increasingly connected world. Today’s most competitive brands set their sights not only on one specific market group but rather on multiple sectors. Therefore, interacting with diverse cultures is inevitable.

OABPO Intercultural Communication training in multilingual call center

A brand’s customer service representatives must be highly competent when it comes to intercultural communication.

To build a lasting relationship with customers from all locations and backgrounds, agents must be familiar with culture-specific practices. Plus, conversations must go smoothly, and this can only happen if agents know what topics or remarks must be avoided.

Cultural sensitivity must therefore be made part of your call center training program. It’s not enough for brands to acquire the assistance of a multilingual contact center. The organization they’ll outsource to must also be able to adapt to a multicultural environment.

For a successful cultural awareness training program, pay attention to these pointers.

  1. Build Commitment From All Company Departments

    Everyone in your customer service teamโ€”from the executives to the young employeesโ€”must be committed to promoting and demonstrating cultural awareness. A strong internal framework that puts multiculturalism at the core will allow organizations to build customer relationships that transcend cultural differences.

  2. Bring in Outside Experts

    intercultural communication trainer helping call center

    For best results, your trainers must be specialists with direct and personal experiences relating to a particular culture. If they were previously exposed to multiple cultures, chances are that they’ve also gained an in-depth understanding of intercultural communication.

  3. Continuously Promote Cultural Sensitivity

    intercultural communication call center agents in training

    From the moment an employee joins a company, train them to adopt a wider perspective when it comes to dealing with customers. Orient them properly about the nature of their task, and what’s expected of them. This way, they can make the necessary adjustments and mentally prepare for their job.

  4. Encourage Questions and Free-Flowing Discussions

    diverse call center in intercultural communication training

    Designing a cultural awareness training program that covers everything your agents need to learn is often impossible. There are too many aspects and information involved in the subjects you’ll be tackling, as cultural awareness is far from being an exact science. To remedy this, Q&A sessions would let you assess whether trainees are ready to handle a customer support position.

  5. Recognize Agents’ Individual Training Needs.

    one on one intercultural communication training

    Each of us has a unique learning style. Some of your contact center representatives may learn through visual methods, others through conceptualization. In most cases, however, the most effective is learning by doing. Whatever the case may be, make sure your call center training adopts a design that works for your trainees.

Globalization has given birth to myriad business opportunities. It’s now easier to diversify and reach markets in many parts of the world, but you can only do this if you have the right skills. By making multiculturalism part of your contact center’s mandate, you can create good impressions and sustain customer relationships.

A premier multilingual firm, Open Access BPO offers smart business solutions for smart business of all sizes and cultural diversity. Contact us today to find out more about our multilingual outsourcing packages.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your staffing, training, quality assurance, and service/people management.

They're more diagnostic than curative: https://buff.ly/42DcwtH

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
You can think of #ContentModeration as the police guarding your online presence, be it on your website or #SocialMedia pages.
๐—•๐˜‚๐˜ ๐˜„๐—ต๐—ฎ๐˜ ๐—ถ๐˜€ ๐—ถ๐˜ ๐—ฟ๐—ฒ๐—ฎ๐—น๐—น๐˜† ๐—น๐—ถ๐—ธ๐—ฒ ๐˜๐—ผ ๐—บ๐—ผ๐—ฑ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ฒ ๐˜„๐—ฒ๐—ฏ ๐—ฐ๐—ผ๐—ป๐˜๐—ฒ๐—ป๐˜?

Find out by reading our blog: https://buff.ly/3ngOFjg

----------
Entrust your content moderation needs only to a trusted expert: https://buff.ly/40aOVin

#WeSpeakYourLanguage
#SocialMediaModeration
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3JXTZkw

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
๐—ฅ๐—ฒ๐—ฐ๐—ฟ๐˜‚๐—ถ๐˜๐—บ๐—ฒ๐—ป๐˜ ๐—ต๐—ฒ๐—ฎ๐˜ƒ๐—ถ๐—น๐˜† ๐—ฎ๐—ณ๐—ณ๐—ฒ๐—ฐ๐˜๐˜€ #๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐—˜๐˜…๐—ฝ๐—ฒ๐—ฟ๐—ถ๐—ฒ๐—ป๐—ฐ๐—ฒ.
Hire the right #CustomerSupport specialists and you can ensure excellent #CSAT.
Neglect #recruitment, and you risk losing your customers' trust.

โ€ข ๐‡๐จ๐ฐ ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž ๐‡๐ข๐ซ๐ž๐ฌ ๐’๐ญ๐ž๐ฅ๐ฅ๐š๐ซ ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐‘๐ž๐ฉ๐ซ๐ž๐ฌ๐ž๐ง๐ญ๐š๐ญ๐ข๐ฏ๐ž๐ฌ
https://buff.ly/3ZbMj2y

โ€ข ๐Ÿ“ ๐‚๐ซ๐ž๐š๐ญ๐ข๐ฏ๐ž ๐‘๐ž๐œ๐ซ๐ฎ๐ข๐ญ๐ฆ๐ž๐ง๐ญ ๐’๐ญ๐ซ๐š๐ญ๐ž๐ ๐ข๐ž๐ฌ ๐ญ๐จ ๐…๐ข๐ง๐ ๐†๐ซ๐ž๐š๐ญ ๐‚๐š๐ฅ๐ฅ ๐‚๐ž๐ง๐ญ๐ž๐ซ ๐€๐ ๐ž๐ง๐ญ๐ฌ
https://buff.ly/3na1uvR

โ€ข ๐†๐ž๐ง ๐™: ๐“๐ก๐ž ๐๐ž๐ฐ ๐–๐จ๐ซ๐ค๐Ÿ๐จ๐ซ๐œ๐ž ๐€๐ฐ๐š๐ค๐ž๐ง๐ฌ ๐Ÿ๐จ๐ซ ๐๐๐Ž๐ฌ ๐š๐ง๐ ๐‚๐š๐ฅ๐ฅ ๐‚๐ž๐ง๐ญ๐ž๐ซ๐ฌ
https://buff.ly/3Z9Rq3j

โ€ข ๐‡๐จ๐ฐ ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž ๐ˆ๐ฆ๐ฉ๐ฅ๐ž๐ฆ๐ž๐ง๐ญ๐ฌ ๐ˆ๐ญ๐ฌ ๐๐ซ๐จ๐ ๐ซ๐š๐ฆ๐ฌ
https://buff.ly/3Z6tWfm

----------
Let us build your #CustomerService team and give your customers an unforgetable CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
๐—”๐—ฑ๐—ฑ๐—ถ๐—ป๐—ด ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฒ ๐˜๐—ผ ๐˜๐—ต๐—ฒ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—ฒ๐˜…๐—ฝ๐—ฒ๐—ฟ๐—ถ๐—ฒ๐—ป๐—ฐ๐—ฒ ๐—บ๐—ฒ๐—ฎ๐—ป๐˜€ ๐—ด๐—ผ๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ ๐—ฒ๐˜…๐˜๐—ฟ๐—ฎ ๐—บ๐—ถ๐—น๐—ฒ ๐—ณ๐—ผ๐—ฟ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ๐˜€.
And the first step in providing value-added #CustomerSupport is knowing what's important to them.

Here are 5 ways you can make #CustomerExperience services extra special for both old and new customers: https://buff.ly/3LDfBnG

----------
Outsource now to give your customer the best brand experience possible: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO
Open Access BPO4 days ago
To consumers, technical support agents play the role of digital first responders, saving the day when users encounter tricky technical problems on the device or software they're using.

Provide excellent #CustomerExperience and improve customer relationships by hiring #TechSupport Agents with these competencies: https://buff.ly/40nMUPJ

----------
Our stringent hiring & training practices ensure high quality #CustomerService for our customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenter #TechSupport
Open Access BPO